This position will be the executive head of our Technical Account Management and Incident Management functions. Incumbents must have a strong, demonstrated history of developing and leading successful TAM and Incident Management practices, as well as leading transformational change across large, complex business environments delivering mission critical services. The ideal candidate will have extensive, practical, and relevant experience developing and implementing frameworks and methodologies across multiple teams operating in a distributed model across disparate geographies.

This Director-level position will have primary responsibility for maximizing client satisfaction and engagement with defi’s products and services, as well as developing and executing the strategy, framework, structures, guidelines, processes, and roadmaps necessary to optimize and operate the company-wide Enterprise Client Services practice. The Director will provide practical knowledge, personal experience and effective leadership to realize the vision of a high performing client services discipline that includes end-to-end client support based on industry-leading best practices, working in conjunction with key client-facing and technology resources to establish the enterprise standards, governance, metrics and reporting necessary to ensure that defi’s support model and overall client experience is aligned to its vision and supports its business strategy.

• Employ personal experience, subject matter expertise and lessons learned from prior engagements to define and execute a comprehensive TAM and Incident Management strategy, including the objectives and operating model, as well as definition, creation, and implementation of appropriate operating level agreements (OLAs), metrics and reporting.
• Ensure consistency and alignment of Client Support practices to broader organizational and strategic objectives.
• Define, implement, establish, adopt, and/or enhance consistent enterprise standards and best practices, effective processes, and tools across all appropriate departments, functions, and roles of the Client Services organization to provide a highly effective support framework for the TAM and Incident Management teams, as well as for internal and external customers simultaneously.
• Hire, train, lead, motivate, coach, and manage a high-performing team, potentially with direct and/or indirect reporting structure, including resource planning, recruitment, supervision, scheduling, evaluation, development, and disciplinary actions, and provide direct day-to-day management, mentoring, thought leadership and oversight to client support services support personnel.
• Meet directly and regularly with clients to understand their experience and cultivate long-term, trust-based relationships.
• Design, optimize and implement a comprehensive internal and client-facing communications framework to ensure proactive distribution of timely and relevant information and engagement consistent with a high-performing support organization.
• Execute and manage the Enterprise TAM/Incident Management engagement model to achieve target OLAs, utilizing industry best practices for case management prioritization, metrics collection, status reporting and resource management.
• Conduct data collection and advanced analytics to create meaningful information focused on timely administration of support case management, including producing data-driven metrics related to ticket aging and resource management to support executive leadership in making informed business decisions.
• Define, develop, and implement appropriate process auditing, monitoring, and reporting to drive maturity, accuracy, and consistency of support practices to drive an enhanced client experience.
• Maintain positive working engagement with C-Suite executives, to include providing input, advice, consultation, and other information to executive leadership regarding organizational structures, appropriate staffing patterns, classification, related issues, as well as providing regular strategic input and recommendations to support design and development of transformation roadmaps.
• Develop a sound understanding, through operational experience, client engagement, metrics collection and analysis, qualitative data analytics and other research as necessary, to deliver world-class client support services, consistently, repeatedly and with exceptional quality.
• Collaborate with internal and external stakeholders and peers to define, develop, and implement frameworks, methods, best practices, and standards to improve processes for management of cross-team dependencies and interlocks necessary to improve case resolution time and queue management processes.

• BS in Computer Science, Engineering or comparable field, or equivalent experience.
• Minimum five (5) years’ transformational and operational turnaround experience with linked client validation of the outcomes.
• Advanced understanding of Enterprise Client Services operations and best practices, including advanced data analytics, process development and optimization, detailed and focused metrics, and reporting, as well as general planning, risk management and governance methodologies with a demonstrated history leading transformations and teams.
• Continuous improvement through process redesign using Six Sigma or other industry standards.
• A proven leader who thinks strategically, communicates with influence, and builds trust-based relationships.
• Strong, demonstrated experience operating in large, complex business environments, delivering mission critical services.
• Experience building, growing, and leading teams, including across distributed geographies.
• Demonstrated experience leading complex transitions to new technologies or methodologies in a large-scale enterprise.
• Practical experience developing business, program and/or technical strategies to support large-scale operations, transformations, developing budgets, resource plans, transitional roadmaps, etc.
• Executive acumen and well-developed communication skills to elicit confidence and credibility with client executives and C-Suite leaders.

• ITIL certification preferred.
• Experience working with a SAAS company.

• Own day-to-day execution and management of the TAM and Incident Management practices and workforce, operating with broad guidance in a complex business environment, at times with incomplete data, while executing against multiple objectives, meeting deadlines, and adapting to changing priorities without direct supervision.
• Lead, coach and mentor employees, teams, sponsors, managers, and other stakeholders in effective operations, as well as assign day-to-day tasks to accomplish Client Service execution, and lead teams through internal and client issue escalations and interactions.
• Potentially manage a team of local, distributed, or combination thereof, of subordinates and/or matrixed resources/teams to accomplish business objectives and deliverables.
• Build trust-based relationships and influence others to lead, own, model and drive culture change and behaviors and facilitate practical behavioral change within all appropriate areas of the organization.
• Facilitate the timely resolution of internal and client-escalated issues, promote collaborative relationships and partner with internal and clients’ stakeholders to accurately identify and manage emerging issues and challenges affecting service delivery.
• Demonstrate urgency to respond and resolve client issues and concerns. Effectively leverage escalation practices to get internal responses to client priority items.
• Provide expert, experienced, practical leadership, guidance, education, and advice related to Client Services Management, including the planning and governance necessary for practical application to organizational and functional routines and the end-to-end operating model.
• Communicate as a subject matter expert, both verbally and written, with a high level of confidence and expertise across all levels of business, often as a change agent, including providing presentations, reports and written or oral updates to clients, executive management, Board of Directors, and others as required.
• Compile and analyze data and translate analysis into meaningful and fact-based conversations and communicate business updates and transformation program progress, accomplishments, and expected outcomes clearly, concisely, and accurately to any audience, as required.
• Conduct analysis of actual and projected case load and capacity, anticipating resource availability and proactively managing resources in accordance with sales and delivery forecasts.
• Define, develop, and implement operational metrics, including operational reporting related to case management, resource utilization, operations reviews, weekly dashboards, program reviews, and others as required.
• Employ advanced analytical skills and perform root cause analysis to solve complex business problems.
• Provide visibility to recurring business issues, patterns, or behaviors to enable defi to anticipate, address, and proactively manage and mitigate risks to avoid program and client impacts.

• Typical work hours are 8 am to 9 pm Monday through Friday Eastern Time or Central Time and may require additional hours to complete tasks on weekdays or weekends. Some individuals may rotate late days or be on full-time late shift with a shift differential.
• Ability to use common computer equipment effectively.